Innovative: Journal Of Social Science Research
Vol. 4 No. 5 (2024): Innovative: Journal Of Social Science Research

Peran Customer Forgiveness Dalam Memediasi Pengaruh Service Recovery Transparency Terhadap Customer Engagement Di Marketplace

Selvia, Selvia (Unknown)
Faisal, Aekram (Unknown)

Article Info

Publish Date
12 Sep 2024

Abstract

Penelitian ini bertujuan untuk menganalisis peran Customer Forgiveness dalam memediasi pengaruh Service Recovery Transparency terhadap Customer Engagement di industri marketplace. Penelitian ini menggunakan pengambilan sampel pada pelanggan yang pernah menyampaikan keluhan kepada customer service marketplace, saat mengalami kendala atau masalah ketika menggunakan aplikasi atau bertransaksi di marketplace. Dapat disimpulkan hasil dari penelitian ini Service Recovery Transparency tidak berpengaruh positif terhadap Customer Engagement, Service Recovery Transparency berpengaruh positif terhadap Customer Forgiveness, Customer Forgiveness berpengaruh positif terhadap Customer Engagement selain itu, Customer Forgiveness berpengaruh positif memainkan peran mediasi dalam hubungan antara Service Recovery Transparency dan Customer Engagement.

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Journal Info
Innovative: Journal Of Social Science Research
Website

Abbrev

Innovative

Publisher

Universitas Pahlawan Tuanku Tambusai

Subject

Humanities Computer Science & IT Law, Crime, Criminology & Criminal Justice Public Health Other

Description

Innovative: Journal Of Social Science Research is a journal managed by Universitas Pahlawan Tuanku Tambusai which bridges researchers to publish research results in all scientific fields (multidiscipline). This includes the fields of education, health, law, economics, IT (Informatics Engineering), ...